Customer Service Regulatory Compliance

Yvonne Houston

***** ****** **. ******, ***** ***53

214-***-**** ********@***.***

Professional Summary

Dedicated and results-driven Customer Service and Claims Specialist with over 20 years of experience managing complex claims, resolving customer issues, and providing high-level support in fast-paced environments. Proven ability to deliver exceptional customer service, process claims accurately, and handle sensitive inquiries with professionalism and discretion. Skilled in claims investigation, case management, regulatory compliance, team leadership, and process improvement. Adept in using CRM systems, generating performance reports, and coordinating with internal and external stakeholders to ensure timely resolution of customer concerns. Recognized for strong interpersonal communication, attention to detail, and a consistent focus on client satisfaction.

Key Skills & Competencies

- Customer Service & Client Relations

- Claims Processing & Investigation

- Case & Records Management

- Conflict Resolution & Problem Solving

- Time Management & Prioritization

- Written & Verbal Communication

- Policy & Regulatory Compliance

- Employee Supervision & Team Leadership

- Training & Staff Development

- Microsoft Office Suite (Word, Excel, PowerPoint)

- CRM & Case Tracking Systems (DART, CPMS, HOTS)

- Data Analysis & Report Preparation

- Invoice & Payment Processing

- Handling Confidential & Sensitive Information

Professional Experience

Social Security Administration – Office of Hearings and Appeals

Group Supervisor 09/2010 – 12/2021

- Supervised a team of attorney-advisors, paralegal analysts, and administrative technicians.

- Assigned legal drafting tasks and administrative duties related to disability claims.

- Researched federal regulations to resolve employee and case-related inquiries.

- Conducted staff performance evaluations and provided training on regulatory changes.

- Monitored case movement using DART and CPMS to ensure timely resolution.

- Created reports and presentations for regional and national review.

- Handled congressional inquiries and expedited dire-need requests.

- Managed timecards, vendor invoices, and employee time-off requests.

Paralegal Analyst 09/2004 – 09/2010

- Researched and analyzed legal issues related to overpayments, paternity, and retirement.

- Drafted written legal decisions and summaries for Administrative Law Judges.

- Reviewed complex evidence to support accurate and timely decisions.

Lead Technician 05/2004 – 09/2004

- Developed and prepared legal files for hearings; obtained supporting documentation.

- Tracked development activities in HOTS; processed attorney fee agreements.

- Mentored new technicians and supported staff in their absence.

Senior Case Technician 04/2000 – 05/2004

- Scheduled hearings, coordinated witnesses, and managed communications with all parties.

- Drafted medical and non-medical summaries and prepared case exhibits.

- Managed post-hearing development and invoice submissions via WebBass.

Case Technician 04/1998 – 04/2000

- Supported hearing preparation through file review and evidence gathering.

- Issued formal hearing notices and coordinated participant availability.

- Communicated with claimants, attorneys, and external agencies as needed.

Technical Proficiencies

- Microsoft Office Suite (Word, Excel, PowerPoint)

- Web-based Budget & Administrative Systems (WebBass)

- Case Management Systems (DART, CPMS, HOTS)

- Correspondence & Document Drafting

- Data Entry & Report Generation

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